RTS developed a chatbot powered by Retrieval-Augmented Generation (RAG) on Suncoast’s documents, with a fallback OpenAI web search for broader questions.
Customers now receive instant answers to technical and business questions
Reduced workload for technicians by deflecting routine inquiries
Improved customer satisfaction with fewer delays and callbacks
Built-in feedback loop ensures continuous learning and improvement
Suncoast Performance, founded in 1989 in Fort Walton Beach, Florida, is a family-owned company specializing in high-performance transmissions and torque converters. Known for quality and reliability, Suncoast designs products that enhance performance for both everyday and heavy-duty diesel trucks.
Pulls answers directly from Suncoast’s technical manuals, policies, and product documents.
When internal documents don’t have an answer, the chatbot leverages OpenAI’s search to find reliable external sources — complete with source links.
Supports questions on technical data (fluids, torque specs, product compatibility) as well as business operations (orders, warranties, return policies).
Thumbs up/down ratings and free-text feedback let users flag accuracy, driving continuous tuning and improvement.
Provides not just answers but links to original documents on Suncoast’s website for added trust.
The PoC was built in close partnership with Suncoast to test, learn, and refine quickly:
The chatbot quickly demonstrated value across both customer and employee interactions:
Customers now receive immediate responses to routine technical and business questions
Skilled technicians spend less time answering repetitive calls and more time on core work
Fewer delays, hold times, and callbacks improve overall experience
Providing links to source documents ensures customers know exactly where the answer came from.
— Suncoast Leader
With the proof-of-concept validated, Suncoast and RTS Labs are exploring how to scale the chatbot into a full-service AI support assistant:
Let's start a conversation.